Helpdesk Analyst - ITSM

Req ID:

• Graduate (preferably technical) with 4-5 years experience.
• Good comprehension & writing skills.
• Must possess excellent customer handling skills.
• Comfortable to work in rotational shift with 24x7 support window.
• Provides Technical and Team guidance in activities associated with the identification, prioritization, and resolution of reported problems by telephone and email. Activities include recognition, research, isolation, resolution, and follow-up steps.
• Typically, the Analyst level participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.
• Strong troubleshooting knowledge of Windows 10 and related applications, MS Office Suite/O365 and PC hardware etc.
• Working knowledge of Active Directory (SD specific), MS Excel and other COTS applications etc.
• Strong working knowledge on ITSM platforms (ServiceNow) and Telephony tools (Avaya, Cisco etc.)
• Fair understanding of ITIL practices: Incident Management, Request Management, Change Management and Continual Service Improvement
• Should possess good reporting and analytical skills.
• 100% work from Office applicable
  

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